Job Description
Our client is looking for a Major Incident/Change Analyst to join their team on a six month initial contract, working onsite in Wokingham on 24x7 rotational shifts including night shifts (12 hrs, 4 PM GMT onwards), weekends (12 hrs) and bank holidays. This role is Inside IR35.
Your Responsibilities:
1. Major Incident Coordination
* Lead the response to P1/high severity incidents.
* Bring together cross functional technical teams to diagnose and resolve issues.
* Ensure the incident is worked on 24/7 until resolved, if required.
2. Communication & Stakeholder Management
* Send comms (text and email) to all the stakeholders within 15mins - 20mins.
* Provide timely updates to leadership, business owners, and customers.
* Run war rooms/bridge calls.
* Document timeline, progress, risks, and expected resolution times.
3. Root Cause & Post Incident Activities
* Ensure incident reports (RCA/PIR) are created.
* Facilitate deep dive reviews to identify root cause and preventive actions.
* Track follow up actions with respective teams.
4. Process Governance
* Maintain and improve the Major Incident Management (MIM) process.
* Work closely with Problem, Change, and Service Desk teams.
* Monitor SLAs and KPIs (MTTR, number of P1s, etc.).
5. Prevention & Continual Improvements
* Drive initiatives to reduce repeat incidents.
* Analyze incident trends to improve service reliability.
Change Analyst:
* Review of all changes on a daily basis, ensuring high quality and completeness of changes by coordinating with the requestor and technical SMEs.
* Assist Change manager during CAB meetings.
LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.
Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.